1. About These Terms
These Terms and Conditions ("Terms") govern your use of the Level Pro Coaches platform at levelprocoaches.com ("Platform"), operated by Level Pro Coaches ("we", "us", "our"). By registering for an account or using the Platform, you agree to be bound by these Terms.
If you do not agree to these Terms, you must not use the Platform. These Terms are governed by the laws of England and Wales.
2. User Accounts & Responsibilities
- Eligibility: You must be at least 18 years old to create an account. By registering, you confirm that the information you provide is accurate, complete, and up to date.
- Account Security: You are responsible for maintaining the confidentiality of your account credentials. You must notify us immediately if you suspect any unauthorised use of your account.
- One Account Per Person: You may only maintain one account per person. Duplicate accounts may be suspended.
- Account Roles: Accounts are designated as either "Buyer" (client) or "Coach" (service provider). Each role carries different permissions and responsibilities as described in these Terms.
- Accurate Profiles: Coaches must ensure their profiles, service descriptions, pricing, availability, and qualifications are accurate. Misrepresentation may result in account suspension.
- Compliance: You are responsible for ensuring your use of the Platform complies with all applicable laws and regulations.
3. Booking Policy
- Making a Booking: When you make a booking through the Platform, you are entering into a contract directly with the coach or venue. Level Pro Coaches facilitates the transaction but is not a party to the service contract.
- Booking Confirmation: A booking is confirmed once payment has been successfully processed and you have received a confirmation email.
- Accuracy of Information: You are responsible for providing accurate booking details including the participant's name, age (for camps), and any relevant information requested by the coach.
- Cancellation by Buyer: Cancellation policies are set by individual coaches and venues. Please review the cancellation terms on the service listing before booking. Unless otherwise stated, bookings cancelled more than 48 hours in advance may be eligible for a full refund; cancellations within 48 hours may not be refundable.
- Cancellation by Coach/Venue: If a coach or venue cancels a confirmed booking, you will receive a full refund of any amount paid.
- No-shows: If you fail to attend a session without prior notice, no refund will be issued unless otherwise agreed with the coach.
4. Payment Terms
- Payment Processing: All payments are processed securely by Stripe. By making a payment, you agree to Stripe's terms of service. We do not store your full card details on our servers.
- Currency: All prices are displayed in British Pounds Sterling (GBP) and include VAT where applicable.
- Payment at Booking: Full payment is required at the time of booking unless otherwise stated.
- Refunds: Refunds are issued in accordance with the cancellation policy of the specific service. Refunds are credited to the original payment method and may take 5–10 business days to appear.
- Disputes: In the event of a payment dispute, please contact us at info@levelprocoach.com before raising a chargeback with your bank. We will endeavour to resolve disputes fairly and promptly.
- Failed Payments: If a payment fails, your booking will not be confirmed. We are not responsible for any losses resulting from failed payments.
5. Platform Fees
- Coach Subscription: Coaches pay a monthly subscription fee to list their services on the Platform. The current subscription price is displayed on the registration page and may be updated with reasonable notice.
- Transaction Fee: A platform service fee is deducted from each booking as disclosed on your coach dashboard. This fee covers payment processing, platform maintenance, and support.
- Sponsored Listings: Coaches may optionally pay for sponsored placement to increase the visibility of their profile. Sponsored listing prices are displayed within the Platform.
- Fee Changes: We reserve the right to change our fees at any time. We will provide at least 30 days' notice of any fee increases.
- No Charge to Buyers: Creating a buyer account and browsing the Platform is free of charge for clients.
6. Coach & Venue Responsibilities
- Qualifications & Insurance: Coaches are solely responsible for ensuring they hold all required qualifications, certifications, DBS checks, and public liability insurance as required by law and applicable sport governing bodies.
- Service Delivery: Coaches and venues are responsible for delivering the services as described in their listings. Persistent cancellations, no-shows, or poor service may result in account suspension.
- Safeguarding: Coaches working with children or vulnerable adults must comply with all applicable safeguarding legislation and hold a valid enhanced DBS certificate.
- Health & Safety: Coaches and venues are responsible for ensuring sessions are conducted safely and in compliance with all relevant health and safety regulations.
- Accurate Listings: All service listings must accurately reflect what is being offered. Misleading pricing or descriptions are strictly prohibited.
- Tax Obligations: Coaches and venues are independent service providers and are responsible for their own tax obligations, including VAT registration where applicable.
7. Prohibited Conduct
You must not use the Platform to:
- Circumvent the Platform by arranging bookings or payments directly with coaches/clients to avoid platform fees, after making initial contact through the Platform.
- Post false, misleading, or defamatory reviews or content.
- Harass, intimidate, or abuse other users.
- Impersonate any person or entity, or misrepresent your qualifications or identity.
- Upload or transmit viruses, malware, or any harmful code.
- Scrape, crawl, or systematically extract data from the Platform without our express written permission.
- Use the Platform for any unlawful purpose, including fraud or money laundering.
- Engage in any activity that disrupts or interferes with the Platform's operation.
Violation of these prohibitions may result in immediate account suspension or termination, and may be reported to the relevant authorities.
8. Reviews & Content
- Honest Reviews: Reviews must be honest, accurate, and based on your genuine experience. We reserve the right to remove reviews that are abusive, fraudulent, or in breach of these Terms.
- Your Content: By posting content (including messages, reviews, or profile information) on the Platform, you grant us a non-exclusive, royalty-free licence to use, display, and reproduce that content for the purposes of operating the Platform.
- Responsibility: You are solely responsible for any content you submit. We do not endorse user-generated content and accept no liability for it.
9. Limitation of Liability
- Platform Role: Level Pro Coaches is a marketplace platform and facilitator. We are not the provider of coaching or venue services and accept no responsibility for the quality, safety, or legality of services provided by coaches or venues.
- No Warranty: The Platform is provided "as is". We do not warrant that it will be uninterrupted, error-free, or free from viruses.
- Indirect Losses: To the maximum extent permitted by law, we shall not be liable for any indirect, incidental, special, or consequential losses, including loss of profits or data.
- Cap on Liability: Our total aggregate liability to you in respect of any claim arising from use of the Platform shall not exceed the greater of (a) the total fees paid by you through the Platform in the 12 months preceding the claim, or (b) £100.
- Consumer Rights: Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under English law, including your statutory rights as a consumer.
10. Intellectual Property
All intellectual property in the Platform, including its design, branding, software, and content created by us, is owned by Level Pro Coaches. You may not copy, reproduce, or distribute any part of the Platform without our prior written consent.
11. Account Termination
- By You: You may close your account at any time by contacting us. Deletion requests for personal data are handled in accordance with our Privacy Policy.
- By Us: We reserve the right to suspend or terminate your account at any time if you breach these Terms, or where we have reasonable grounds to believe your use of the Platform is harmful to other users or the Platform itself.
- Effect of Termination: Upon termination, your right to use the Platform ceases immediately. Confirmed bookings that have already been paid for prior to termination remain subject to the refund and cancellation policy.
12. Changes to These Terms
We may update these Terms from time to time. We will notify you of material changes via email or a prominent notice on the Platform. Your continued use of the Platform after such notice constitutes your acceptance of the updated Terms.
13. Governing Law & Disputes
These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If you have a complaint, please contact us first at info@levelprocoach.com. We aim to resolve complaints within 14 working days.